Minnesota Society of Certified Public Accountants

1650 West 82nd Street, Ste 600
Bloomington MN 55431
Ph: 952-831-2707 Fax: 952-831-7875
www.mncpa.org

Show Menu

We're upgrading our system Tuesday, April 1-Wednesday, April 2. Certain features may be unavailable or unreliable.
If you encounter issues, please try again Thursday, April 3, or contact MNCPA customer service.

Help | Pay an Invoice | My Account | CPE Log | Log in

Webinar

Surgent's Handling Difficult People

Tuesday, April 29, 2025
9-11 a.m. Central
2 CPE (2 non-technical)

Course code: 25WS-0089
View pricing

Online registration is not available due to server maintenance. Please call 952-831-2707 between 7:30 a.m. and 4:30 p.m. Central to register.

Learn to manage difficult colleagues with gloves — kid gloves, not boxing gloves. Having even one difficult person in your department can tax your restraint and deplete the time and energy you need to supervise your team. "Handling Difficult People" teaches you how to manage challenging colleagues without sacrificing everyone else to the process. This workshop is designed to help you learn to recognize difficult behavior before it gets out of hand and to understand why difficult people behave the way they do.

You'll work with a three-part problem-solving model and study a five-step process for initiating the dialogue through to planned resolution. And you'll leave with an action plan to address specific situations in your workplace.

Major subjects

Problem solving step process for handling difficult people
Effective communication techniques including active listening and phraseology
Scripting what you say to prepare to engage with a difficult person
Emotions and their impact: mine and theirs

Learning objectives

Identify signs of difficult behavior before a situation gets out of hand
Understand why difficult people behave the way they do
Communicate with the employee to understand the cause of their behavior
Use a 3- part problem solving model to help diagnose and resolve a situation
Follow a 5-step process from communication to planned resolution when engaged in a conflict
Understand and use skills to help control emotions when dealing with difficult people and situations
Create an action plan to address a situation back at work

Who should take this program?

All employees and managers

Pricing

Standard Member Fee	$99.00
Standard Nonmember Fee	$99.00

Our records indicate you are a nonmember. If you register, you will be charged $99.00 (Standard Nonmember Fee). Members: Please log in to receive member fee.

Online registration is not available due to server maintenance. Please call 952-831-2707 between 7:30 a.m. and 4:30 p.m. Central to register.